Evaluation and comparison of European countries: public opinion on services
AbstractWe propose the setting-up of an indicator for classifying European countries with relation to consumers' satisfaction for services of general interest. Services considered are fixed telephone service, electricity supply, railways and postal service. The reference data set is the 2002 Standard Eurobarometer database (EB58) and it refers to EU members before 2004 enlargement. The proposed indicator is based on nonlinear principal component analysis and supplies a measure for the citizen's satisfaction. Its robustness is verified by a Monte Carlo approach. The level of satisfaction is eventually used for country comparison and for detecting possible hotspots, in order to support decision making policies.
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Bibliographic InfoPaper provided by Universitá degli Studi di Milano in its series UNIMI - Research Papers in Economics, Business, and Statistics with number unimi-1058.
Date of creation: 26 Jun 2007
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Services of General Interest; Dissatisfaction Index; Nonlinear Principal Component Analysis; Robustness Analysis; Bootstrap Methods;
Other versions of this item:
- Pier Ferrari & Paola Annoni & Giancarlo Manzi, 2010. "Evaluation and comparison of European countries: public opinion on services," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(6), pages 1191-1205, October.
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- Giancarlo MANZI & Pier Alda FERRARI, 2014. "Statistical methods for evaluating satisfaction with public services," CIRIEC Working Papers 1404, CIRIEC - Université de Liège.
- Pier Ferrari & Silvia Salini, 2011. "Complementary Use of Rasch Models and Nonlinear Principal Components Analysis in the Assessment of the Opinion of Europeans About Utilities," Journal of Classification, Springer, vol. 28(1), pages 53-69, April.
- Pier Ferrari & Laura Pagani & Carlo Fiorio, 2011. "A Two-Step Approach to Analyze Satisfaction Data," Social Indicators Research, Springer, vol. 104(3), pages 545-554, December.
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